Customer Service Sec School

RESUME

Name SABARISH NITHYANAND : First name last name (as per passport)

EDUCATION

Title of the Degree with Branch

College/University

Year of Passing

B.COM (GENERAL)

Patrician college of arts and science

2014

MASTER DEGREE(If Applicable)

NA

NA

XII

Sri Mangichand Bhandari Jain Hr Sec School

2008

X

Sri Mangichand Bhandari Jain Hr Sec School

2006

OTHER SOFTWARE COURSES/CERTIFICATION COMPLETED THROUGH COGNIZANT ACADEMY: (if any)

No

Name of Institution

(e.g. NIIT, APTECH, SSI Etc)

Diploma or Certificate

Year of Completion

1

NA

NA

NA

TECHNICAL SKILLS

Hardware

NA

Operating System

Windows

Programming Languages

Java basics

Databases & Tools

Oracle 10 G

Other Utilities

Tag parser, MS- word, Excel and PowerPoint

Location

Chennai

SUMMARY:

Analyst (operations) with 03 Years and 01 months experience in (E-publishing) domain. Fully knowledgeable in managing general operations, reporting, Capture data and provide quality solutions to the vendors/stakeholders and co-ordinate with tech teams across business regions to address the related issues and take appropriate measures to fix/manage the activities involved in the process.

EMPLOYMENT HISTORY:

Name of the Company

Designation

Address of the employer

From

To

Duration(Years)

Amazon

Analyst

SP Infocity, Main Street, MGR Nagar, Perungudi, Kandancavadi, Chennai, Tamil Nadu 600096

NIL

Amazon

3 years and 1 month (Operations)

PROJECT PROFILE:

Project Title

BOSTON GLOBE

Duration

STARTDATE-ENDDATE (10/31/2018) –

(29 January 2018)

Location

Chennai

Hardware

NA

Operating Systems

Windows

Programming Languages

NA

PROJECT DESCRIPTION:

E-periodical team publish periodicals on a daily basis in which most of the titles are auto published and few are manually published due to issues with content or set as managed to check for content quality before publishing.

For managed titles, the operations team performs QA on the content received from publisher by comparing it with the source files (QA reference) to check for any issues related to content and performs fixups on the content received to deliver the complete content as per QA source files (PDF).

This manual intervention for publishing the title consumes the daily productivity of OPS as it takes time to generate the mobi files and later fix them accordingly.

CLIENT DESCRIPTION:

The Boston Globe – One of the top tier title publishing daily in Kindle Newsstand with around 2046 customers. This title has been managed by Ops team for almost 10 years since it requires manual intervention in creating sections as per PDF and adding missed articles in order to provide a better customer reading experience on Kindle.

ROLES AND RESPONSIBILITIES:

Communication to the end-users and the stake holders (Status Update)

Co-ordinating with the support teams for resolution

Getting the Incident report and RCA done after incident closure.

Highlighting the critical incident in the right forum and arrive at actions to ensure redundancy in future

Contribution to ongoing process & operational improvements

Real time & continuous follow-up with global support teams for incident resolution

Manage the escalations by involving appropriate individuals/teams as required to speed up the resolution

Ensure timely and accurate information is being sent until the incident is resolved

Manage and coordinate activities during overall ticket life cycle

Handle any escalations during the crisis situation

Ensure incident Report is prepared within 24 Hours of resolution of incident

Responsibilities include gathering client’s requirements by contacting to the clients through E-mail followed by phone calls, Troubleshooting and support for the required products.

Fixing issues with feeds/XML files.

Monitoring and managing day-to-day activities related to digital publishing spanning across various global markets.

Co-ordinate with engineering teams in case of content issues and problems involved in mobi generation process, HTTP and SFTP server connectivity issues of vendor, clients, and manage steady state delivery.

Managing engagements supporting technologies for, self-service portals, backup & storage, help desk.

Established process setup based on the incoming queries and address them on a timely manner.

Engage with customer service executive through tickets and E-mail internal stakeholders to develop and prioritize issues faced.

Review TOP 50 magazines of US and UK regions published weekly and monthly, quarterly, bi-annual to capture storefront (on a weekly basis).

Crosscheck for any discrepancies in product images appearing at storefront through internal tools.

DURATION OF THE PROJECT: 03 MONTHS

Worked with publisher to find a fix for missing articles. Later publisher resolved the issue by modifying his CMS which took about three weeks.

Performed quality check for 21 days to check if there are any missing articles found in the auto-workflow mobi files.

Based on the observation, no missing articles found for 21 days.

Contacted technical team to fix the hardcoded section names in the adaptor in order to fetch the dropped sections automatically in the auto-workflow. The fix was made by SE team.

Performed testing for 14 days in order to check if the auto workflow mobi picks all the sections as per PDF

Based on the testing performed, sections were fetched automatically in the auto-workflow generated mobi files.

The title has been moved to unmanaged state after 2 weeks of Pre-publish QA.

Declaration

I hereby declare that the information furnished in these curriculum vitae is to the best of my knowledge and belief.

Sabarish N

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